Process Improvement Specialist

Provides technical support to DN Services, Service Partners and Customers, based on expert knowledge of DN-serviced products and solutions. Starting point for structured problem management in the DN Incident & Problem Management process. Identifies, analyzes, addresses and resolves technical problems. Supports technical escalations as a well as improvement initiatives. Adopts and provides technical product trainings and ensures communication and feedback of service-relevant information to / from country services units. Develops, implements, maintains and advises on service processes and standard operational procedures. Initiates, manages or supports customer, fleet and product performance improvement projects and initiatives.

Responsibilities

• Provide technical support to assigned technicians, customers, or specific products/services.

• Identify and troubleshoot complex technical issues, such as mechanical, mechatronic, electronic, software configurations, and integration problems, in collaboration with other DN support functions.

• Follow proper case management protocols for assigned cases and tasks, prioritize urgent requests, update, and escalate cases in alignment with your supervisor.

• Analyze technical issues and configuration topics, evaluate defective materials, and perform root cause analysis.

• Conduct technical training, on-site support, and manage product-related technical escalations.

• Integrate technical product information (e.g., service bulletins, FCOs) into standard service practices.

• Support localization of service-relevant content.

• Actively participate in or support improvement projects.

- Diploma or equivalent work experience required.

- Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Service Support.

- Good business English skills (Written and spoken.)

- Experience in data analytic, Microsoft applications (Excel, Word and Powerpoint skills)

- Good presentations skills.